A dynamic technology company in Newark, NJ is currently seeking a Service Desk Analyst to join their team. This is a contract-to-hire opportunity that requires a candidate ready to provide exceptional IT support within a fast-paced environment.
About the Opportunity:
- Hybrid: 3 days onsite
- Location: Newark, NJ
- Contract Duration: 6 months to start
- Vaccination Required: No
Responsibilities:
The Service Desk Analyst will be responsible for:
- Fielding end user phone calls, emails, and alerts, and submitting tickets accordingly.
- Providing first and second level support, identifying and resolving issues upon first contact, or engaging with clients for follow-up communication and closure.
- Escalating tickets to appropriate channels to ensure timely resolution within SLA guidelines.
- Proactively monitoring ticket queues, prioritizing incidents and requests, and identifying trends for potential or major issues.
- Ensuring all tickets are managed with complete and accurate information, performing analysis of recurring issues, and contributing suggestions for improved resolution.
- Creating and maintaining knowledge articles based on ITIL principles and best practices, and participating in process improvement efforts.
- Staying informed of new technology deployments to provide optimal support.
Qualifications:
- 3-5 years of experience in a corporate IT service desk environment.
- Bachelor’s Degree in Computer Science or related field.
- Proficiency with Office 365, Microsoft Windows, Office Suite, and Active Directory.
- Basic knowledge of networking (TCP/IP, DNS, routing, subnetting).
- Understanding of ITIL processes and client-related SLAs.
- Excellent communication and customer relationship management skills.
- Must be a team player, capable of working effectively in a fast-paced setting.
Desired Skills:
- Experience with ITIL processes.
- Strong problem-solving skills.
